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Customer based Discrepancy Theory (view source)
Revision as of 00:24, 28 March 2016
, 00:24, 28 March 2016→Diagram/schematic of theory
== Diagram/schematic of theory ==
== Diagram/schematic of theory ==
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</gallery>Churchill Jr, G. A., & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. ''Journal of marketing research'', 491-504. <ref name=":1">Churchill Jr, G. A., & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. ''Journal of marketing research'', 491-504.</ref>
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== Originating author(s) ==
== Originating author(s) ==
Locke,Michalos, Oliver and Rice
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== Seminal articles ==
== Seminal articles ==
Michalos, A. C. (1985). Multiple discrepancies theory (MDT). ''Social indicators research'', ''16''(4), 347-413.<ref>Michalos, A. C. (1985). Multiple discrepancies theory (MDT). ''Social indicators research'', ''16''(4), 347-413.</ref>
Oliver, R. L. (1981). Measurement and evaluation of satisfaction processes in retail settings. ''Journal of retailing''.<ref>Oliver, R. L. (1981). Measurement and evaluation of satisfaction processes in retail settings. ''Journal of retailing''.</ref>
Rice, R. W., McFarlin, D. B., & Bennett, D. E. (1989). Standards of comparison and job satisfaction. ''Journal of Applied Psychology'', ''74''(4), 591.<ref>Rice, R. W., McFarlin, D. B., & Bennett, D. E. (1989). Standards of comparison and job satisfaction. ''Journal of Applied Psychology'', ''74''(4), 591.</ref>
Locke, E. A. (1969). What is job satisfaction?. ''Organizational behavior and human performance'', ''4''(4), 309-336.<ref>Locke, E. A. (1969). What is job satisfaction?. ''Organizational behavior and human performance'', ''4''(4), 309-336.</ref>
Szymanski, D. M., & Henard, D. H. (2001). Customer satisfaction: A meta-analysis of the empirical evidence. ''Journal of the academy of marketing science'', ''29''(1), 16-35.<ref>Szymanski, D. M., & Henard, D. H. (2001). Customer satisfaction: A meta-analysis of the empirical evidence. ''Journal of the academy of marketing science'', ''29''(1), 16-35.</ref>
Churchill Jr G, Surprenant C. An investigation into the determinants of customer satisfaction. Journal of Marketing Research. 1982;19(4):491–504<ref name=":1" />
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== Originating area ==
== Originating area ==
Management and Marketing
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== Links from this theory to other theories ==
== Links from this theory to other theory ==
Expectation conformation theory
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